ORM Analyst

Role: Online Reputation Management (ORM Analyst)- Social Listening & Insights

Location: Gurgaon (Onsite)

Employment Type: Full-time

Experience: 1-3 years (preferred)

Salary: 2.4 LPA

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Role Overview:

As an ORM Analyst, you will be responsible for
actively monitoring, analyzing, and reporting brand conversations across digital platforms

. This is a
data-driven role

that blends social listening, sentiment analysis, and ORM response management. You'll create queries on listening platforms and AI research tools to uncover insights, track competitor benchmarks, and help shape the brand's digital strategy.

Key Responsibilities:

Active Monitoring & Social Listening

• Track brand mentions, reviews, hashtags, and conversations across social media, review sites, forums, blogs, and news platforms.
• Build and optimize
  custom queries on social listening platforms

(e.g., Brandwatch, Meltwater, Talkwalker, Sprinklr) to capture accurate and relevant data.
- Use AI-driven research platforms (e.g.,
Perplexity, ChatGPT

) to supplement social listening, conduct trend analysis, and gather contextual insights.
- Monitor competitor mentions and industry discussions to identify risks and opportunities.

Data Analysis & Insights:

• Perform
  sentiment analysis and thematic categorization

of mentions.
- Analyze large datasets to identify emerging trends, consumer pain points, and conversation spikes.
- Provide
data-led insights

and recommendations to marketing, PR, and product teams.
- Benchmark brand reputation against competitors through
share of voice, sentiment split, and issue mapping

.

Reporting:

• Prepare
  daily, weekly, and monthly ORM dashboards and reports

with clear insights, trends, and visualizations.
- Present findings with
actionable recommendations

in Excel, Google Sheets, or visualization tools (Tableau, Power BI, Data Studio).

Response & Escalation:

• Respond to customer queries, reviews, and comments in line with brand tone and guidelines.
• Escalate critical issues with supporting data and suggested next steps.
• Collaborate with internal teams for timely resolutions and improved customer experience.

Requirements:

• Bachelor's degree in Marketing, Communications, Data Analytics, or related field.
• 1-3 years of experience in ORM, social listening, or digital marketing.
• Strong written and verbal communication skills.
• Hands-on experience with social listening platforms

(Brandwatch, Meltwater, Talkwalker, Sprinklr, etc.) including
query writing

.
- Comfort with AI-powered research tools (e.g.,
Perplexity, ChatGPT

) for trend discovery, monitoring, and data validation.
- Strong analytical mindset; proficiency in Excel/Google Sheets for trend analysis, pivot tables, and charts.
- Detail-oriented, proactive, and able to handle sensitive issues calmly.

Bonus Points:

• Knowledge of advanced query languages for analytics.
• Experience in crisis management or PR-sensitive monitoring.
• Familiarity with premium, lifestyle, or automotive brand ecosystems.

This role is ideal for someone who can blend technical skill (queries, data analysis, AI tools) with strategic insight, helping the brand stay ahead in a fast-moving digital environment.